Peter Calloway
Customer Experience Consultant · 1-10
1 review written · 5.0 average
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Reviews by Peter Calloway
★★★★★
Support like this genuinely surprises you. Running solo means I have no IT department to lean on when something breaks or a configuration question stumps me, so the quality of a vendor's support team matters more to me than almost any feature on the spec sheet. About six months ago I brought LivePerson on board to handle live chat for a client-facing side of my consultancy, and the moment I hit my first real snag (a webhook that refused to behave), I braced myself for the usual ticketing purgatory. Instead, a support rep was with me inside twenty minutes, stayed on the thread until the issue was actually resolved, and followed up the next morning unprompted to confirm everything was still working. That is not a thing that happens often.
The platform itself earns its keep too. Conversation routing is flexible enough that even a one-person operation can set up sensible queues, and the transcript and intent data give me something genuinely useful to show clients rather than just a chat log. There is a learning curve on the analytics side, I will be honest, and it took me a few weeks to feel comfortable pulling the reports I actually needed. That is less a complaint and more a heads-up for anyone coming from a simpler tool.
But I keep coming back to the support. Twice more since that first incident I have reached out, once with a billing query and once with a fairly obscure bot-configuration question, and both times the response was fast, specific, and human-feeling. For a freelancer who cannot afford downtime or weeks-long ticket queues, that responsiveness is the thing that makes renewing a straightforward decision.
